SURVEY - UBCIC - ANJU SINGH

Instructions: Please answer the following questions to the best of your ability based on your experience with technology at UBCIC. All questions are optional, so feel free to skip any questions that are not applicable or relevant to your work.

The survey will take approximately 15-30 minutes to complete.

Your name (optional)

Describe your role at UBCIC (optional)

Your Current Experience

How comfortable are you with technology: *

I am often frustrated with technology or it simply does not work for me
I am not great with technology but can muddle through
I am competent with technology
I am very comfortable

How comfortable are you with problem solving technical issues: *

Once I have a technical issue, I am totally stuck
I find it difficult to find my way back to my work if things start breaking
I can sometimes problem solve the simpler issues myself but need technical support for more complex items
I can problem solve most issues myself but I often am missing permissions to do so

Describe the level of disruption you experience to your work due to technology issues: *

I spend more time fixing and navigating technology than completing my work, so I am slowed down by over 75% of the time I try to do my work
My work is often blocked because of technical issues, so I am slowed down by about 50%
My work is sometimes disrupted due to technical issues, so I am slowed down by about 25%
I sometimes experience disruptions, but I can fix them quickly or have support to fix them quickly so I am disrupted 10% or less of the time
I don’t experience disruptions enough to report, I think the disruptions I experience are fairly normal

Describe an example, or examples, of typical technology disruptions that you have experienced. How long did it take to resolve the issue? Did that feel reasonable to you? *

Accessing Technology Support

Before reporting an issue, do you seek help with troubleshooting from a colleague? Is there a particular person you go to?

If you submit a support ticket for a technical issue, what is your experience with the support you are receiving from the current provider? Describe the speed of response/resolution, quality of support, communications, and client service you have experienced.

Working with Technology at UBCIC

Which of the following do you access on a regular basis? *

Select all that apply.

Which of the following technology areas are regularly going down or “breaking” for you? *

Select all that apply.

Please describe any recurring technology issues or key pain points that you are facing in your work. These could be large or smaller items. Please provide a description. *

Which areas need the most improvement regarding technology at UBCIC? (ie. having permissions to download software). *

What is working well for you with the technology at UBCIC? Which systems, solutions, or processes do you like and would like to see stay? *

Support Expectations

When you have a technical disruption, in your opinion, what is a reasonable response time to receive an acknowledgement of your issue report? *

Within 1 hour of reporting the issue
Within 4 hours of reporting the issue
Within the same business day that I reported the issue
Within 1-3 business days of reporting the issue
Within 1 week of reporting the issue

When you have a technical disruption, in your opinion, what is a reasonable response time to get the problem/issue you reported resolved? *

Within 1 hour of reporting the issue
Within 4 hours of reporting the issue
Within the same business day that I reported the issue
Within 1-3 business days of reporting the issue
Within 1 week of reporting the issue

When working with IT support, what are your expectations regarding communications (tone, respect), service (responsiveness, quality, downtime), and accessibility? *

Other Thoughts?

Do you have any additional suggestions/recommendations for how the technology systems, service, or support at UBCIC can be improved? Feel free to cite any experience(s) outside of UBCIC.

Any other other comments, questions, or concerns?

UBCIC Technical Support Survey

Your Current Experience

Accessing Technology Support

Working with Technology at UBCIC

Support Expectations

Other Thoughts?